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Customer Support 2020 - Advancements and Expectations

Cindy Romero

Let's discuss the future of customer support and how AI Technologies are helping companies view customer support as a competitive advantage rather than a cost center.

We have to recognize the emergence of customer support as an asset bringing immeasurable value to your company and one of the most imperative systems capable of measuring success for your brand. It's always important to consider the many different ways to improve the customer support team in your business.

We searched the internet to answer the crucial question: What does the future of customer support look like, and how can we benefit from it?

We believe there to be three things driving the future of customer support:

1. The Self-service approach. 

Your customers want to figure it out themselves, and if they can do so without intricate bureaucratic steps, they will feel more comfortable and connected to your brand.

2. The Community-based service. 

Customers helping one another figure it out is going to continue as a trend. Customer solving each others’ problems is a continuing trend.

3. The Predictive support. 

This requires the innovative use of data but providing "help" to customers before they know they need it is the holy grail of customer support.

Providing customer support before they know they need it requires innovative uses of data, but is ultimately the holy grail of customer support.

As customer support tools get smarter, self-service is going to become a lot more relevant, helpful, and powerful. It will also provide your CS team with the advantage of focusing on success-oriented activities such as optimization, data-driven insights, and flawless execution. 

When customers do end up talking with someone, the support team will have everything they need to be helpful in a personalized way. In addition, teams will get assistance from AI-powered suggestions, making it quicker than ever to provide a great experience.

Platforms that provide AI VoiceBots, such as VOIQ with its inbound and outbound technology, can not only offer your Customer support team with the tools to better serve your customers. It can also integrate seamlessly with your on-boarding, customer success, or even your sales team to continue solidifying the relationship with your customer.

Support is first and foremost about communication, and although human communication has significantly evolved in this digital age, there's still something at its core that remains: the need to be understood. That is why unification and personalization it's not only the future of customer support but the necessity it has. 

Customers leave a trail with all kinds of different services used by businesses, from Shopify to Spotify, from Twilio to Apple Music. This makes the customer journey richer and more detailed than ever before, with thousands of signals indicating who they are, what they've seen, said, done, most importantly, what challenges they are experiencing, and how you can help! 

All of this information is ready to be used to personalize customer support intelligently. Whether that's dynamically based on customer activity, effectively using AI systems to power bots and proactive suggestions, or to give superpowers to support teams, with more customer context, businesses will be able to create better customer experiences. 

Speaking of bots, artificial intelligence is very quickly going to start taking over human functions, and this process is already in place with customer service. When a customer has a problem, 95 percent of the time the issue fits within a construct that a machine has seen before. Most consumers are actually OK dealing with a bot as long as they can get their problem solved quickly. 

Our CEO Ricardo Garcia confirms that users are not discouraged when they identify a VoiceBot on the other side of the call. Customers seek efficient problem solving. The biggest challenge - and most important aspect - for a company is to have all problem-solving communication in place, and continuously improving its systems; avoiding customers’ frustration with AI programs and reducing the need for human interference. Especially in the world of customer service, there  will always need to be a "bot behind the bot." When it comes to machine learning, there needs to be someone behind the data looking for trends and exceptions and teaching the machine to be more responsive.

The only customer service trend you should be worried about is this: Consciously or unconsciously, customers continue to expect better and better customer service — in every industry, every niche, at every price point.

These expectations don't come out of the blue. Customers expect you to provide better customer service because they're already getting better customer service elsewhere. 

After one of these companies comes into contact with a customer of yours, your customer is inevitably going to expect friendlier, speedier, more intuitive service from your company as well.

Technology is playing a big part in the future of customer service. AI is going to play a major role in customer service as "the machine" interacts with customers for basic support issues and helps customer service reps provide better service by getting them the most accurate answers and information to share with their customers.

In the future, we envision service professionals  working hand-in-hand with intelligent machines. When an issue comes up that is not easily solved by the bot, it will immediately transfer to the intelligent human who can jump in without the customer waiting. If this technology is used correctly, it can accelerate the speed at which a customer can have their problem solved. This is why many customer support leaders advocate that companies should invest in systems that aggregate customer data and allow support champions to treat each customer like the individual that they are.

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